There are multiple ways to experience time - AI does not know that
Time is more about the experience than the physical length of time.
We spend time in many different ways. When we are having a good time, time flies. When I am waiting for the flight to take off for my holiday, a ten minute delay can seem unacceptable. People dread waiting when they are uncertain about the waiting time. Telling people roughly how long they have to wait for can be a massive improvement.
Activities change how we are experiencing time. When I read non-fiction books I read it on a device. I optimize for time. When I read fiction, I like to read the hard copy. I savour the language. I re-read the passage and reflect on it.
We save time. We waste time. The physical length of time is different from how we EXPERIENCE time. Knowing that the prison sentence gets over in 24 hours can change the way the prisoner experiences time.
AI will kill call centres
Fintech company Klarna, which powers e-commerce transactions for some of the world's most recognizable brands, including Expedia, Macy's and Nike, is at the forefront of AI adoption. It has integrated artificial intelligence across the company, most notably with an AI chatbot that it recently said does the equivalent work of 700 customer service agents.
These call center agents work long hours for very little pay. Many CEOs believe that removing humans and bringing in tech can show immediate savings. That is truly short term thinking. They are giving up the opportunity to grow through innovation and discover new markets and use cases. Only human agents understand nuances of other humans.
“ On average, we need 3,000 agents, now we need a little more than 2,000”
The CEO & MD of Tata Consultancy Services says that it is only a matter of time before GenAI-powered chatbots reach a level of sophistication that they will almost entirely eliminate the need for incoming customer service calls.
As AI becomes more embedded in our daily lives, particularly in call centres, it faces a significant challenge: understanding the human perception of time. AI systems are designed for speed and efficiency, automating routine tasks and providing quick responses. However, when issues deviate from predefined categories, these systems often falter.
The All-In podcast highlights how AI could replace call centre jobs by offering faster service at lower costs. Yet, this efficiency comes at the expense of the human touch. When problems are complex or unique, AI struggles to provide the nuanced understanding that human agents naturally possess.
The AI dilemma
As AI becomes more embedded in our daily lives, particularly in call centres, it faces a significant challenge: understanding the human perception of time. In some cultures, particularly the West, the concept of time is linear. Time never comes back. It is like an arrow.
The call centre agents are a victim of this linear thinking by employers. A conversation with the call-centre agent builds trust in the brand. Replacing humans can give a tangible saving immediately that the CEO can take to the Street. The conversations with customers can help the business find new customer segments and markets. Conversations create magic.
Personalized Customer Interaction:
Benefit: Human agents can provide personalized and empathetic responses, understanding the nuances of customer emotions and needs. Enhanced customer satisfaction and loyalty, leading to positive word-of-mouth and increased customer retention.
Complex Problem Solving:
Benefit: Human agents can handle complex and unique issues that automated systems might not be equipped to resolve. Reduced escalation rates and improved overall efficiency, as fewer issues need to be passed on to higher-level support or management.
Adaptability and Flexibility:
Benefit: Human agents can adapt to unexpected situations and provide creative solutions on the spot. Increased operational resilience and the ability to maintain service quality during unforeseen events, such as system outages or sudden spikes in call volume.
Time is circular
In Indian mythology, time is indeed viewed as cyclical rather than linear. This concept is deeply rooted in Hinduism and other Indian religions like Jainism and Buddhism.
Kalachakra (Wheel of Time): Time is seen as a wheel that turns endlessly, symbolizing the eternal nature of the universe. This wheel is divided into four great epochs or Yug- Satya Yug (the age of truth); Treta Yug (slight erosion of virtue); Dvapar Yug (virtue and sin are balanced; Kali Yug (the age of darkness)
Life is seen as a cycle of birth, death, and rebirth. This cycle continues until one achieves Moksha (liberation).
AI systems are designed for speed and efficiency, automating routine tasks and providing quick responses. However, when issues deviate from predefined categories, these systems often falter. For instance, Klarna’s AI chatbot performs the work of 700 customer service agents. While this boosts efficiency, it risks losing the human touch essential for handling complex or unique customer issues.
“Putting humans in 2-3 categories maybe efficient and drive productivity, but it kills our individuality and lowers satisfaction.”
The innovation you missed through cost saving
AI's ability to handle repetitive inquiries allows human agents to focus on more complex issues, theoretically enhancing productivity. Yet, this focus on efficiency might sacrifice opportunities for growth and innovation. Call center agents, through direct interaction with customers, often identify unique problems and use cases that can inspire new products or open up new markets. For example, a customer might use a product in an unexpected way, leading to insights for a new market segment. Similarly, frequent complaints about a feature could drive improvements or innovations that set a company apart from competitors.
While see an immediate value in the money saved and improved productivity, the customer service experience is terrible. Trying to get through to a human agent who can explain options and alternatives builds trust in the brand. The innovation opportunity is often missed and invisible because it never happened.
Right to talk to a human?
Gartner anticipates that the EU could make “the right to talk to a human” a part of its consumer protection laws within the next three years.
This comes in response to the rapid growth and importance of GenAI. With more customer service agent roles becoming automated, Gartner foresees that by as soon as 2027, 30% of organizations will have consolidated multiple positions into one customer-facing employee role.
Conversations cure loneliness
When some stores decided to create the option of a slow checkout, it opened up another segment of customers - those that had time. We assume that EVERY customer loves self-checkout and wants to spend as little time as possible during the checkout. They encouraged cashiers to chat with the customers. Zappos had done the same thing. They rewarded agents who spent time chatting with customers.
The world is greying. They have all the time in the world and love to chat. So do the lonely young people.
The loneliness epidemic is a growing concern, with about half of American adults reporting feelings of loneliness even before the COVID-19 pandemic. This issue is more than just a personal struggle; it impacts public health, community safety, and economic prosperity. Conversations play a crucial role in addressing loneliness by fostering social connections.
Strong social ties increase survival odds by 50%. <read more>
Engaging in meaningful interactions can create a positive-reinforcing upward spiral, reducing loneliness and enhancing well-being. Reframing how we perceive time and prioritizing human connections can help combat this pervasive issue. Efficiency comes from binary thinking. It is black and white. In removing humans, we are putting 8 billion people in two categories - the AI Haves (the 1% of the rich) and the AI Have Nots (the rest of us).
In some cultures, speaking fast shows the other person, we value their time and want to take as little of it as possible. In others speaking slowly shows we are being generous with our time by listening and conversing.
Are you living below the poverty line of time?
Watch this to learn if you are time poor.